Return/Refund Policy
What is your return policy?
Our return policy is extended only when goods are returned in a resalable condition with price tags intact and a valid receipt.
On full-price merchandise:
Return can be done within 10 days of purchase. The return can be done online from home, or at our offline store/office. The refund will be processed according to original mode of payment as per details given below.
- – Card: Directly credited to the card used for purchase
- – Wallets : Directly credited into the source mobile wallet :- MPESA etc (Only applicable for online returns)
- – if any other mode of payment is used, refund will be offered as a credit in your account
Return on ‘Reduced Price’ merchandise:
Return can be done within 7 days of purchase. The same procedure for return and refund is applicable.
Exclusions from the return policy:
The following items are excluded from our return policy:
any products with a broken seal. Some of the items may have their own terms and conditions which will be product specific.
Items on final reduction, priced at 50 % or below, are non-returnable
Please note that merchandise can only be returned for refunds if they are unused and have all the price tags available.
How can I contact you?
By email : koincidencebykui@gmail.com
By telephone: + 254 748 36 39 66 ; Open 08:00 to 18:00 Mon-Fri and 9:00 to 17:00 Sat
When do I receive a refund?
You can directly visit our store/office to return the product. Alternatively, You may initiate the request for refund by sending us an email at koincidencebykui@gmail.com with your order number as the subject line. You are responsible for repackaging & shipping the item.
My order is damaged. What should I do?
Please contact our Customer Services team so we can advise you on the next step to take.
Domestic Customers Call us : +254 748 36 39 66
International Customers E-mail : koincidencebykui@gmail.com